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Prysmian Group – 2015 Sustainability Report
Integrated Sustainability
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of this work, it is also possible to understand the changes over time in the perception of the service offered
by Prysmian; identify the reasons for any dissatisfaction, and measure the importance of each component of
service in relation to the overall level of satisfaction. The ultimate purpose of the surveys is to identify
priorities for the improvement of service and verify the effectiveness of the improvement actions taken in the
past. In this regard, the outcome of the surveys provides a basis for the corrective actions implemented in
each country, involving all business functions under the supervision of senior management. Not least, the
surveys carried out also help validate the internal measurements carried out every month.
In addition to the global survey carried out every 2 years, specific customer satisfaction surveys were
conducted in China and Hong Kong in the summer of 2015. There were three survey participants in China: a
contractor, a distributor of Prysmian products and an end user. The survey was organised in two parts: in the
first part, customer were requested to assess, on a scale of 0 to 10, the performance of the Prysmian Group
on 20 aspects linked to the service provided by the Group. The objective of second part of the survey,
conducted in the form of interviews, was to understand the actions requested by Prysmian customers in
order to improve the quality of the service offered. Prysmian received positive feedback from the
questionnaire, especially with regard to product quality and the support provided by the Group regarding the
management of information and, in general, the service offered.
Overall, Prysmian received an average score of 7.9/10 from the contractor, 9/10 from the end user and
7.2/10 from the distribution agent.
The objective of the customer satisfaction survey carried out in Hong Kong was to identify the level of
satisfaction of a key Prysmian customer. Consistent with the approach taken in China, the survey
methodology included questions and interviews, during which the customer identified possible actions for
improving the performance of the Group. Here too, the best feedback obtained by Prysmian included out
ability to meet the customer's requirements in terms of product quality and the product range.
The objective of the Prysmian Group is therefore to establish ever closer relations with customers, partly by
the implementation of surveys and interviews that target specific types of customers, business units and
geographical areas. This approach will not only enable us to measure the level of service provided, but also -
and above all - to take specific actions that enhance our commitment to customers. These actions will be
monitored over time, via specific follow-up by both Prysmian and the customer, with reference to the agreed
business and/or improvement objectives.